Operations Engineer

Project Role : Operations Engineer

Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.

Must have skills : Critical Incident Management, Infrastructure Service Management

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

The GCC Operations Manager will lead end-to-end Global Command Center operations driving 24x7 service availability, major incident management, AIOps adoption, and operational excellence across InfraOps, EventOps, and ITSM.

This role is accountable for stability, resilience, automation-led operations, and continuous service improvement in a complex global enterprise environment.

Roles & Responsibilities:

• End-to-End GCC Operations
  
  

Manage 24x7 operations covering MIM

Ensure delivery against SLAs, OLAs, and KPIs (MTTR, MTTD, availability)

Drive integrated operations across global teams and towers

• Major Incident & Crisis Management
  
  

Lead P1/P2 incident command, bridge orchestration, and recovery

Ensure timely stakeholder communication including executive updates

Drive strong incident governance and ensure accurate incident chronology

• AIOps & Automation Transformation
  
  

Enable adoption of Agentic AIOps (GenWizard), Splunk Observability, xMatters

Drive auto-ticketing, alert correlation, noise reduction, and self-healing capabilities

Support AI-led incident prediction, RCA automation, and ticket resolution

• Governance, Reporting & Compliance
  
  

Deliver daily operations reports, executive dashboards, and exception reporting

Ensure adherence to ITIL processes (Incident, Change, Problem)

Participate in governance reviews, audits, and service performance reviews

• Stakeholder & Client Engagement
  
  

Act as the single point of accountability for GCC operations

Interface with client leadership, business stakeholders, and vendors

Manage escalations and ensure high customer satisfaction

• Continuous Service Improvement
  
  

Drive problem management, RCA quality, and incident reduction initiatives

Identify opportunities for automation, optimization, and cost efficiency

Improve operational KPIs and productivity metrics

• Team Leadership & Capability Development
  
  

Lead multi-location teams (India, Malaysia, Philippines, US)

Build high-performing teams with strong MIM and operational skills

Coach teams on ITIL processes, crisis handling, and AIOps adoption

Professional & Technical Skills:

Required Skills & Competencies

Strong expertise in Major Incident Management & Command Center operations

Deep understanding of ITIL (Incident, Change, Problem Management)

Experience in global delivery models and 24x7 operations

Strong stakeholder communication and executive presence

Ability to lead under pressure and drive decisions in critical situations

Technical Expertise

Tools: ServiceNow, Splunk, AIOps platforms, monitoring & alerting tools

Technologies:

• Infrastructure (Linux, Windows, Cloud, Storage, Network)
• Middleware, Databases,
  
  

Exposure to automation tools and AI-driven operations

Additional Information:

• The candidate should have minimum 7.5 years of experience in Critical Incident Management.
  
  

10–15+ years in IT Operations / GCC / NOC / Command Center roles

5+ years in leadership or operations management role

ITIL certification (Foundation / Intermediate) preferred

Bachelor s degree in IT/Engineering or equivalent experience

• Bangalore (24x7 Global Delivery Model)
• A 15 years full time education is required.